topic Re: Router Drops out from time to time in Broadband

Router Drops out from time to time

hatos13 — Sat, 30 Mar 2024 13:49:50 GMT

Our router (Huawei-HG635) drops out from thr internet occasionally. It seems to do it every 3-4 weeks or so. Restarting the router brings the internet back. Is this likely to be aproblem with the router?

Many thanks

Re: Router Drops out from time to time

KeithFrench — Sat, 30 Mar 2024 14:48:55 GMT

There is not much point in trying to diagnose this problem with such an old router. I have asked one of TalkTalk's support to pick your thread up and replace it for you. This may not solve the problem, but at least it is an initial step in the right direction.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.

Re: Router Drops out from time to time

Debbie-TalkTalk — Mon, 01 Apr 2024 09:09:03 GMT

Hi hatos13

Apologies for this.

I think we should send a new router. Are you happy for me to arrange this?

Re: Router Drops out from time to time

hatos13 — Mon, 01 Apr 2024 10:31:20 GMT

Yes please send a new router

Thank you very much

Re: Router Drops out from time to time

Debbie-TalkTalk — Mon, 01 Apr 2024 10:42:41 GMT

Hi hatos13

Thanks for your reply.

The router is on its way, please allow 24-48hrs for this to arrive.

Let us know how the connection compares with this router.

Thanks

Debbie

Re: Router Drops out from time to time

hatos13 — Mon, 01 Apr 2024 16:01:49 GMT

Thank you. I will let you know if the problem recurs

Re: Router Drops out from time to time

Debbie-TalkTalk — Tue, 02 Apr 2024 05:34:02 GMT

Hi hatos13

Thank you 🙂

Debbie

Re: Router Drops out from time to time

Debbie-TalkTalk — Thu, 04 Apr 2024 05:49:55 GMT

Hi hatos13

Have you received the router?

Re: Router Drops out from time to time

hatos13 — Thu, 04 Apr 2024 06:13:36 GMT

I haven't received it yet. It may be delivered today

Re: Router Drops out from time to time

Debbie-TalkTalk — Thu, 04 Apr 2024 06:20:25 GMT

Hi hatos13

Ok thanks for letting me know 🙂

I will check in again with you on Monday to see how the connection is with the new router.

Debbie

Re: Router Drops out from time to time

Debbie-TalkTalk — Mon, 08 Apr 2024 06:22:34 GMT

Hi hatos13

How are you getting on, did the router arrive on Thursday?

Re: Router Drops out from time to time

hatos13 — Mon, 08 Apr 2024 09:11:32 GMT

Yes Thanks. It all seems to be working OK. Presumably I should return the old one in the Returns Bag?

Re: Router Drops out from time to time

Debbie-TalkTalk — Mon, 08 Apr 2024 09:14:06 GMT

Hi @hatos13

That's great news 🙂

Yes please can you return the old router using the pre paid returns bag.

I have also sent you a Private Message with a link to a short survey for the Community.

Thanks

Debbie